Job Openings at Internet Solutions - 2 Positions

Job description

JOB SUMMARY:

The Field Support Manager is responsible for implementing strategic imperatives and objectives in the most effective manner so as to attain maximum sustainability and profitability within the business. The Field Support Manager ensures that there is consistent service delivery and performance within the section through continuous performance assessment and service improvement initiatives.

S/He is accountable for ensuring that all Field Support Sectional Objectives are achieved through managing operations, people, and resources as well as facilitating required changes and creating an effective working environment.

To maintain and enhance customer relationships, achieve organizational, operational objectives and service improvement imperatives, s/he works both internal and external stakeholders.

MAIN DUTIES AND RESPONSIBILITIES:

• To effectively manage all Field Support operational activities and implementation of sectional service experience imperatives aimed at achievement of sectional - operational and business objectives.
• Accountable for sectional planning, people development & capability and resourcing through effective leadership, recruitment, people development and management.
• Manages sectional strategic implementation, budgets, plans, goals and outputs in order to ensure alignment with the organizational vision. This includes scenario planning, regular reviews as well as contingency plans.
• Provide input into the development of tactical strategies, develop and implement supporting operational strategies aimed at achievement of Sectional, Departmental and Business objectives.
• Ensure operational efficiency through the development and implementation of sound operational, process, quality, standard and service optimization processes. This includes defining, implementing and measuring effectiveness of field support operational policies and processes
• Develop and implement service experience enhance initiatives, process reengineering and drive a continuous service improvement program within the section. This is aimed at ensuring successful delivery of Sectional, Operational Objectives and Services Contracts.
• Manage in country and regional stakeholder relationships, monitor client experience and contractual compliance for all relevant contracts.
• As a second line support and onsite support section, ensure provision of sound technical advisory and recommendations based on client needs, current information and industry trends and act as the point of escalation for any service experience issues.
• Provide accurate and timely reporting in respect of key performance metrics and recommendations to improve field operational efficiency.

Qualification:

• Degree in Information Technology or Business Information Systems, Telecommunication or related discipline.
• Additional Certification in Client Experience, Business Administration or IT an added advantage.
• Proven expertise in management of Networking and ICT Services.
• MBA an added advantage.
• Minimum 3 years’ experience in a leadership or management position.
• 5 – 6 years’ experience in Telecoms/ISP or IT Industry.

Job Specific Requirements

Job Knowledge:

• People Management
• Change Management
• People Development and Empowerment
• Process Development
• Project Management
• Resource Management
• Commercial Knowledge

Job Related Skills:

• Customer Orientation
• Financial Acumen
• Communication (Verbal and Written)
• Networking (internal and external)
• Facilitation
• Problem solving
• Decision-making
• Project Management
• Analytical

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Job description

JOB SUMMARY:

The Projects Team leader provides support and assistance to Internal Project Officers and project teams in management and implementation of Clients’ Solutions.

S/He is responsible for ensuring that Project Managers are well equipped to successfully plan and manage Client related projects with a key focus being quality of solution implementation, monitoring to ensure achievement of project timelines and delivery of promised solutions. S/He proactively manages the Client onboarding process and recommends process and policy change to deliver cost effective and client centric experiences.

The Project Team leader may also be required to act as the most senior project manager for major/strategic projects.

MAIN DUTIES AND RESPONSIBILITIES:

• Develop effective working relationships with all business stakeholders to ensure that solutions sold are implemented within defined quality parameters, budget, and timelines while addressing the needs of the clients.
• Responsible for providing accurate project implementation forecast information to the Sectional Manager and HOD as per defined operational metrics and to protect profitability of projects margins, providing WIP forecasts, including financial audits and reviews throughout project delivery.
• Ensure that methodologies, procedures and policies as defined are implemented and followed by the project management team. Specifically s/he ensure that PMO methodologies are followed and that that the required project management governance and frameworks are adhered to.
• Responsible for ensuring that team appropriately resourced according to business requirements and takes responsibility for the development and training of Crew members, sets and measure performance targets.
• Responsible for coaching and mentoring project staff, accompanying them on important client engagements, ensures that they have access to the relevant tools and have resources required to deliver on business objectives.
• Take final responsibility for executing the project processes and supporting systems to ensure successful solution delivery and project closure.
• Ensures client satisfaction metrics are met through quality audits and assurance of ongoing and implemented projects.
• Proactive Management of all escalated projects to ensure quality resolution within defined timeframes.

QUALIFICATIONS, SKILLS AND EXPERIENCE:

• Degree in Technical /IT/Networking
• Certification in Project Management,ITIL or PMP certification is an added advantage
• Technical Certifications an added advantage.
• Service Experience Management Certification/Training
• 3-4 years in a technical /IT environment.
• Proven Leadership skill an added advantage.

Job Specific Requirements

Job Knowledge:

• People Management
• People Development and Empowerment
• Project Management
• Resource Management
• Change Management
• Process Development

Job Related Skills:

• Customer Orientation
• Communication (Verbal and Written)
• Networking (internal and external)
• Facilitation
• Problem solving
• Decision-making
• Project Management
• Analytical
• Business insights